A prospect called me today to find out about calendars. I gave him my website address and told him where to find samples and prices. He called me back five minutes later to tell me there was no website. My website was down.
I was on the phone two minutes later trying to get in touch with my rep at Verizon. I got his voicemail, and his manager's voicemail. Undeterred, I got in touch with another manager who attempted to help me. He promised that he would check on the problem and call me back in ten minutes.
Nine minutes later he called me back to explain what the problem was. Evidently, my rep had made an error and had entered the wrong code for my site. I was told that I would have to wait until tomorrow to sort it out. I started to flip out and told him that that was unacceptable. He tried to soothe me and replied that he would make some inquiries and call me back within an hour.
Forty minutes later he called and asked me if I was by my computer. Sure enough my site was back up. I thanked him profusely, and even apologized to him for flipping out. He explained that he was happy to put a smile on my face.
Samuel from Verizon exhibited excellent customer service. He turned a dismal situation into a great recovery. It's good to see that there are people out there like Samuel who care about clients, and keep their promises.
This blog is my salute to Samuel, and people like him that stoke the fires of good customer service.